Eltropy | Technical Support Specialist- Tier 2

1 day ago

india Eltropy Full time

We are looking for Tier 2 Technical Support Specialist who will be able to lead, collaborate, prioritize, Innovate, prioritize bugs affecting customers, contain them with workarounds, and champion fast fixes by Engineering.



Roles & Responsibilities:

  • Work directly with financial institutions’ technology experts 
  • IT networking and security experts to troubleshoot and resolve reported networking and integration issues 
  • system admins to troubleshoot integrations with core banking, loan-origination and other systems
  • Pinpoint and visualize bugs and failures using detailed server logs
  • Mentor the Level 1 Support team as they triage, diagnose and resolve support tickets
  • Create and update instructions, procedures and customer-visible help articles in Confluence
  • Prioritize bugs affecting customers, contain them with workarounds, and champion fast fixes by Engineering
  • Drive product enhancements that will accelerate and facilitate customer self-onboarding and self-support
  • Create dashboards and alerts of problems so that we can resolve them before customers even see them


Technical Knowledge :

  • Abstract reasoning techniques to correctly diagnose problems, create workarounds, and help developers to implement root-cause fixes
  • Networking, including troubleshooting with Fiddler, VPN set-up (AWS preferred), SFTP, certificates, HTTPS traffic, proxies and whitelisting
  • WebRTC for video
  • SSO using SAML
  • Experience supporting software running in Amazon AWS
  • Excellent communication skills (both written and verbal)
  • Proven ability to manage multiple concurrent tasks and customer issues, multi-tasking and meet deadlines
  • Product Lifecycle and Software Development Lifecycle


Tools and software :

  • Fiddler network traffic analysis
  • Kibana log analysis
  • Jack Henry Symitar, Corelation Keystone, Fiserv DNA and other core banking systems
  • Alkami, Q2, NCR Digital Insights and other online banking applications
  • AWS VPN, SFTP and Certificate Manager
  • Microsoft ADFS, Ping, Okta and other SSO integrations
  • User/Customer Knowledge - Jira Service Management
  • Software Development Life Cycle - Jira
  • AWS QuickSight for data visualization and analysis
  • Flowcharting & diagramming - Draw.io


Security Responsibilities :

  • Ensure the highest levels of security for external and internal communications
  • Strict adherence to Eltropy’s policies and procedures related to security, confidentiality, availability, and privacy;
  • Attend all training and awareness sessions related to security;
  • Reporting security events and incidents promptly through available channels of Eltropy
  • Adherence to approval and authorization process while handling, accessing, sharing, storing, or processing Eltropy’s confidential information or data; personal data, or customer information
  • Be responsible and accountable for handling sensitive information, protecting access credentials, managing data and information, etc.


What You Offer:

  • Bachelor's degree in a Computer Science related field or equivalent practical experience
  • Understanding of networking and cloud computing.  
  • Would be required to work  8:00pm - 4:00am IST (Later Preferred) 

Skills:

  • Critical thinking ability - Passion to do whatever it takes to solve complex problems and build scalable processes
  • Demonstrated ability to pull a customer into an ad-hoc troubleshooting call and lead that call to resolution without support.    
  • Be able to work independently; anticipating and resolving problems. 
  • Highly organized with strong project management skills and attention to detail
  • Adept at analyzing large sets of data to generate meaningful insights 
  • Possess strong decision-making and prioritization skills
  • Motivated towards working in a startup environment

Experience :

  • Prior work experience of 5+ years in Enterprise SaaS companies in a support capacity
  • Working with or in a credit union 
  • Working with mobile and web applications in the B2B space
  • Working with remote, global, and cross-functional teams and an understanding of SaaS business models
  • Participation in parts of the software development lifecycle

Quantitative - 

  • Business GoalsQuantity of integrations in progress
  • Age of integration in progress
  • Service GoalsJira Ticket average time to pick up
  • Jira Ticket average time to transfer/resolve
  • Jira Ticket count 

Qualitative - 

  • Problem solving
  • Leadership
  • Collaboration
  • Innovation
  • Prioritization 
  • Responsiveness - Internal and external


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